Case Study

Discover how Wave use Clever Nelly to create a team of customer service experts

Clever Nelly gives us a real understanding of where we need to up our training or where we’ve got knowledge gaps; that’s super powerful because we can then plug those. Ultimately, it means better service for our customers but also that the advisors are more confident.

For Wave, Clever Nelly offers powerful benchmarks that map awareness and knowledge for their people, giving them actionable insight to support employees and set them up for success.

As one of the UK’s leading business water retailers, Wave are an agile business that anticipated the far-reaching impacts of Covid-19 on workplace training and employee wellbeing and responded accordingly. By pivoting from classroom-based teaching to a virtual learning environment, it was their intention to support their people through the pandemic and amplify the return from their considerable training investment.

Learning outcomes include:

  • How Clever Nelly exposed the gaps in employee knowledge on an individual basis – with over 8,300 individual assessments conducted.
  • How Wave achieved an impressive 94% employee engagement rate by delivering personalised learning interventions to a dispersed workforce using just two minutes per day.
  • How the Management Information provided by Clever Nelly supported senior leadership to refine their training interventions, improving efficiency and performance.

Read the full use case here